RPA – robotic process automation for customer service
The modern consumer have become increasingly demanding with regards to customer service, expecting their query to be solved at the first. And there are cases where they need to contact a company for more complex inquiries and they expect a smooth and rapid interaction with accurate answers with the customer care employees.
The challenge for the customer support starts when it comes to, be via chat or call, is that the customer support agent must navigate customer information spread over multiple systems in a nick of time. This requires the employees to type customers’ data, such as a name or social security number, into multiple applications to retrieve the information needed.
Robotic Process Automation (RPA) helps eliminate unnecessary customer (and employee) effort by analyzing, capturing, cross-referencing, and sharing information across channels and platforms without interrupting.
RPA provides a more seamless experience for the customer by having a near 0% misconceive problems or any error rate; the customer can call in and have updated notes, contact information and can change any personal information in minutes. Plus, the service representative will have easier time relaying information, checking data and responding to the customer’s needs; this efficiency lets them take care of more amount customers in a shorter amount of time.
Benefits of Robotic Process Automation (RPA) to the Customer and company
RPA is benefiting to both the Parties Company as well as customers. With the help of RPA company gets satisfied customers while customers get company who answers their queries fast and accurate. Using software robots to copy the actions of humans, RPA delivers to help automate back-end processes to elevate better customer service.
The robots are also capable of reducing the time your customer care agents spend looking up for a customer information throughout a variety of systems and data application, by gathering data from every system needed at once – in real-time.
RPA also keeps a track of Customer record of retrieval and updates. RPA enables to access through a web-service on your company site. And can handle the customers demand’s and queries faster than humans.
Additional tasks that can be automated through Robotic Process Automation (RPA):
- Billing customers.
- Closing fraudulent accounts.
- Order processing.
- Compliance reporting.
- Resolving disputes.
- Sending shipping notifications.
- Updating client profiles.